Contributed to a team of technicians at a managed service provider, excelling in technical support and systems administration.Headed a cybersecurity initiative to seamlessly implement multi-factor authentication for all clients, covering physical device access, Microsoft 365, Google Workspace, and other available services.Excelled in supporting a variety of IT environments, working with clients remotely and through time-zones as necessary, in addition to frequent on-sites to upgrade and repair technical equipment.Maintained and configured a range of SaaS platforms, including Office 365, Google Workspace, Torii, Slack, Box, Dropbox, Salesforce, JumpCloud, HubSpot, JetBrains, Adobe Suite, Addigy, and many more for multiple clients.Performed emergency maintenance and after hours support, including on-sites to address critical hardware issues, leading to an increase in customer uptime.

Supervised on-shift tech team, diagnosed and repaired computers, and efficiently handled service desk operations.Authored training presentations as well as technical documentation and directly instructed new employees with this material, providing hands-on practice.Assisted audiovisual team in troubleshooting and repairing university lecturing equipment.

Transitioned from a 2-year student internship to a full-time role, showcasing dedication and value to the organization.

Provided expert guidance on computer and tech-related queries, and administered help desk responsibilities.Recommended and sold high-value, high-profit margin technology equipment to customers while ensuring the sales experience was personalized to account for their needs.Cross-trained in other departments to fill staffing gaps as necessary.